Integrated Business Systems. Specialists in Alcatel telephone systems, VoIP(Voice over IP) and structured cabling solutions

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Frequently Asked Questions

Please select from the list below:

I have a flashing red light on my Advanced handset. What does this mean and how do I stop it?
I cannot remember my mailbox password. How do I retrieve it?
How do I change the clock?
If I call an automated call centre, and press a key to choose an option, my call is put on hold. Why?
Why can I can receive calls, but not make an outgoing call?
Why does my phone still ring when I have activated a diversion?
Why can I not pick up someone else’s ringing phone?
How do I know if a call is for me or for my company?
Can I make a conference call and how is it achieved?
How do I change my company’s outgoing night service message?
How do I change my voicemail greeting?
I have listened to all of my voicemail messages but my mail light is still flashing. Why?
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I have a flashing red light on my Advanced handset. What does this mean and how do I stop it?
There are several reasons that could cause the flashing red warning light. The most common are;

Missing Signal or Remote Frame Alarm on your ISDN line.
Problem regaining ISDN access.
Mains power fault
Metering ticket storage buffer 70% full.
Voicemail storage threshold reached.

This warning light should be reported to our Technical Support team on 0870 444 3534.

I cannot remember my mailbox password. How do I retrieve it?
The mailbox passwords are private and cannot be retrieved. However, they can be reset. Once the password has been reset the user will have a ’message waiting’ prompt on the handset. To re-activate:

Press mail key (or dial number to access voicemail)
Follow voice prompts to enter new password and confirm

Note: the system will retain your name and greeting recording.

To reset the password from the Advanced handset:

Press the ’right’ key on the navigation pad,
Select ’Operat’ and enter your operator password.
Select ’Subscr’.
Key in the extension number of the handset you wish to reset the password on (Destination)
Select ’PwdRes’
Confirm the action by selecting ’OK’.

How do I change the clock?
The clock, shown in all ’display’ handsets, is held centrally in the telephone system and can only be accessed from the ’Advanced’ handset.

To change the date or time:

Press the ’right’ key on the navigation keypad
Select ’Operat’ and enter your operator password
Select ’Clock’
Enter the date (ddmmyyyy) and time
Press OK to confirm

If I call an automated call centre, and press a key to choose an option, my call is put on hold. Why?
The Alcatel telephone system has many internal features that are activated by dialling codes, e.g. group pick 14, parking 12. The system cannot recognise whether you wish to perform one of these features or connect to a call centre. As a result it is necessary to activate the function for ’DTMF tones’. This tells the telephone system that you wish to send the DTMF tones to the call centre and not perform an internal feature.

To do this, once the call is connected, you will need to press the ’Tones’ (or ’DTMF’) key. If you do not have a ’Tones’ or ’DTMF’ key, dial the code for ’DTMF Tones’ (by default 69). This will allow you to send DTMF key tones that the automated call centre can understand.

Why can I receive calls, but not make an outgoing call?
If you pay a company other than BT for your outgoing calls, it may be that there is a temporary fault with their services. However, it is possible to re-route your calls by inserting ’121’ before the dialled number, eg: 9 121 01234 567890. This will route your call through BT and not your Least Cost Routing provider.

Note: It is important to remember that calls by using this prefix calls will be charged at the BT rate.

Why does my phone still ring when I have activated a diversion?
You may be part of a hunting group, for example a ’sales’ or ’service’ group. Diversions only apply to direct calls to your phone, i.e. internal calls to your extension or DDI calls. Any ’hunt group’ calls will still ring.

Why can I not pick up someone else’s ringing phone?
If you can hear a telephone ringing that is not your own, it is usually possible to pick up that call from your own handset by pressing the ’pickup’ key.

If you are unable to pick up the call, it is because your handset has not been programmed to be in the same ’pick up group’ as the ringing handset.

You could however pick up the call by dialling the code for individual handset ’pick up’. The default for this is 13 followed by the extension number of the call you wish to answer.

How do I know if a call is for me or for my company?
Your handset may be programmed to ring if the operator is unable to take any more calls. If this is the case, you will be receiving calls that are meant for both you and your company.

Calls that are intended for the operator are shown in your LCD screen prefixed with 0<. Calls to a DDI number will only show the callers identity.

Can I make a conference call and how is it achieved?
By default, the Alcatel can perform conference calls with two internal parties and one external party. However, if required, this can be changed to enable 1 internal and 2 external parties.

To make a conference call:

Dial your first party.
Once your call is connected, dial your second party. There is no need to put your first call on hold because as soon as you begin to dial your second party, the first party is automatically held.
Once the second call is connected, press the ’Conf’ key. If you do not have a ’Conf’ key, dial the code (default 50).

How do I change my company’s outgoing night service message?
You can change your company’s night service mailbox greeting as often as you require, for example, bank holidays. This can only be done from the ’Advanced’ handset. To do this:

Press the ’right’ key on the navigation keypad,
Select ’Operat’ and enter your operator password and press ’OK’,
Select ’Expert’
Press the ’right’ navigation key
Select ’VMU’,
Select ’GalMbx’ (General Mailbox),
From here, you can either listen to your current greeting or record a new one by pressing record,
Press record again to commence recording.

Note, the maximum length of your General Mailbox greeting is 30 seconds.

How do I change my voicemail greeting?
You can change your voicemail greeting at any time by:

Press your ’Program’ key [I]. If you do not have a [I] key, dial the programming code (default 800),
Select option 5
Select option 1
Select option 1 again and follow the voice prompts.

I have listened to all of my voicemail messages but my mail light is still flashing. Why?
Even though you have listened to all of your voice messages, it may be that you have ’missed calls’ to your direct dial number. You would normally only have missed calls if you receive call line identity from your network provider.

To clear or respond to these calls from an Easy handset

Press your mail key or dial the voicemail access number
Dial 3
The screen will display the telephone number of your last missed call
To return the call, press your ’ok’ key
To clear the missed call, hold down your ’-’ key located next to the ’ok’ key.
If there is more than one missed call you will need to repeat the above process.

To clear or respond to these calls from a Premium handset

Press your mail key
Dial 3
The screen will display the telephone number or your last missed call
To return the call, press your ’ok’ key
To clear the missed call, press your ’mute’ key.

Site last updated: Monday, March 31, 2008

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